Job Description

The incumbent in this position is responsible for proactively monitoring, managing and responding to system alerts at the Seminole Tribe of Florida's Information Technology Operations Center using a variety of monitoring tools. The individual monitors, diagnoses, analyzes, and anticipates technical/performance issues before becomes a problem/incident, to ensure the operational uptime of all business services. In addition, the incumbent also provides first and second level support through end- user voice and electronic communications by resolving incidents and service requests using standardized incident management and request fulfillment processes. The individual demonstrates an aptitude for working with enterprise line-of-business applications and systems, and interfaces in related analysis, diagnosis and resolution of technical issues. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards. Bachelor's Degree in Information Technology or a related field, or an Associate's Degree preferred. High School Diploma or equivalent GED and college-level course work and a current technology certification such as A+ and Net+ are required. Minimum of two (2) years of experience working in a customer-facing support role within an enterprise environment is required. Must have working knowledge of monitoring and tuning systems to achieve optimum performance levels is required. Possession of a valid FL Driver's License is required. Must demonstrate excellent organizational and interpersonal skills. Must have the ability to travel to all STOF Reservations and work a flexible work schedule including evenings, weekends and holidays.

Application Instructions

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